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City Kochi State/Province Kerala Country India Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Wednesday, November 6, 2024 Working time Full-time Ref# 20033220 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Seniority Level Entry Level Description & Requirements

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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Designation: DocuShare Support Specialist
Experience: Min 4 years
Working Time:US Business Hours
Working Mode:  Hybrid /Remote
Education: BA in Computer Science, Management Information Services, or equivalent experience required

Experience/Skills Required:

Experience in a Technical Support field, troubleshooting software problems.

(Customer Support, DocuShare, Technical Skills)

Excellent communication skills, interpersonal skills, and customer relations skillsVery process oriented.Ability to self-train and a desire to learn.Demonstrated computer proficiency.Demonstrated strong troubleshooting abilities.High level of motivation, maturity, and dependability under high pressure situations.Self-confident with an ability to work unsupervised.Well organized; ability to prioritize work, with attention to detail.Operating Systems (Windows, Linux) included but not limited to (Installation, Basic Configuration and Administration prefer Windows Server Certification)

Purpose:

The DocuShare Support Specialist position requires an individual that is process oriented, has technical experience and a commitment to customer service excellence.Major ResponsibilitiesAssist customers by troubleshooting software at a highly professional level.Analyze and identify symptoms of a problem to provide an end-to-end solution.Provide prompt, courteous, and professional support to our internal and external customers. Understand and fully comply with team processes and procedures.Provision new orders and issue new licenses.Issue licenses for existing customers that require replacement licenses or for upgrade/migration purposes.Escalate cases with the cloud team to build new Cloud Servers and create tickets for our Project team as needed. Meet or exceed our Service Level Agreement (SLA) metrics.Support teamwork within the group.Continuously broaden product knowledge and technical skillsMaintain responsibility of the customer issue until a resolution is reached. This role may also include providing DocuShare Technical Support and using our support ticketing system to respond to customers, troubleshoot technical issues, and provide solutions on DocuShare products.

Attributes:

Resilient - ability to independently with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.Highly organized with an emphasis on accuracy and timeliness.Ability to organize information and have attention to detail and accurately follow procedures.Proven ability to effectively communicate – listen, communicate orally and in writing with customers and co-workers.Strong technical/troubleshooting abilitiesPassion and ability to learn new products and software applications.
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